Chief Harry P. Dolan’s, (Ret.) Surviving Verbal Conflict® Training Program has been provided to tens of thousands of public safety professionals throughout the country. In response to popular requests, Chief Dolan has developed a train the trainer program providing public safety professionals with the training, tools and material required to train agency personnel in the highly acclaimed Surviving Verbal Conflict® Verbal De-escalation Program.

The Verbal De-escalation: Surviving Verbal Conflict® Train the Trainer Program course develops and prepares public safety professionals to serve as trainers in Surviving Verbal Conflict®. The 3 ½ day (26 hour) course covers the Surviving Verbal Conflict® course material as well as instructor development content such as how to present the lesson plan & program, student learning styles, and teaching practical exercises. Participants will be provided with all instructor related materials supporting their presentations i.e. SVC PowerPoint presentation, workbooks, practical exercises, as well as ongoing technical support.

Course Summary:

Today’s increased service demands and the scrutiny placed upon public safety professionals have resulted in a growing need to master verbal conflict management skills. When negative verbal encounters escalate to the point where physical intervention is used, criticism often results when it is later discovered that there is little evidence of verbal de-escalation techniques employed by officers. This is particularly true when incident video and audio reviews are utilized. In some cases, it has become clear that the verbal actions of the public safety responders served to escalate the situation. Administrators are now asking, “Is this an area in which the training tape has run out? Have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner?".

Verbal De-escalation training provides public safety professionals with time-tested communication skills proven to help de-escalate volatile situations, safeguard fellow officers’ emotional and professional well-being, and significantly enhance the agency’s professional image. The course also provides opportunities for the participants to participate in practical skill building so that when they complete the two-day training they are well on their way to becoming more effective professionals in communication.

Course Objectives:

Improve public safety professionals’ verbal communication skills

How to apply Rhetoric- Aristotle’s Art of Persuasion (The art of using speech to persuade) when deflecting & redirecting verbal abuse

Develop an understanding of Chief Dolan’s “Guardians of the Peace” concept “Language of the Street Fallacy”, “TUI Pattern” (texting, typing or talking under the influence)

Diffuse potentially volatile verbal encounters

Avoid the “Rope-A-Dope Syndrome”

Understand the importance of managing “Hyper vigilance”

Raise organizational morale and grasp the concept of “Police Legitimacy”

Significantly enhance the agency’s image throughout the community

Practice “Verbal Contact & Cover” principles

Apply the FAA’s “Sterile Cockpit Rule” on duty

Understand the importance of “Chief Dolan’s 24 Hour Rule” as a key component of communication success